Director, Customer Growth – Activation

This is a fully remote position, open to applicants in India.

📋 Description

• Take charge of the rate at which new subscribers engage with Customer Success.

• Oversee the trial-to-implementation handoff conversion in collaboration with the Trial Experience organization.

• Build and lead a team that conducts prioritized, stage-based outreach to inactive customers.

• Manage the first 90 days of the customer journey, including touch sequencing, channel mix, and messaging.

• Be responsible for expansion revenue for customer cohorts not covered by account management.

• Assess the quality of AI assistant deflection, encompassing activation and customer satisfaction outcomes.

• Create a per-customer activation scorecard based on company funnel definitions.

• Oversee advisor and customer success manager onboarding and develop a coaching curriculum using recordings from top performers.

• Implement every strategy with hold-out groups and kill dates; phase out strategies that do not outperform the control group.

• Collaborate with Product Growth, Marketing, Revenue Growth, Support, and Revenue Operations on lifecycle channels, cohort distinctions, funnel definitions, and platform improvements.

• Establish the activation team, identify high-risk cohorts, and analyze declining engagement.

• Launch outbound initiatives, chart the first 90 days journey, and measure post-deflection activation and satisfaction.

• Enhance engagement, trial-to-implementation conversion, and measurable lifecycle expansion revenue.

⛳️ Requirements

• 10+ years of experience in growth, lifecycle, customer marketing, activation, or post-sales revenue roles, including over 4 years in a leadership position.

• Developed a lifecycle or growth motion from scratch against an installed base and managed related metrics.

• Familiarity with product-led or usage-based businesses where revenue is tied to consumption.

• Possess analytical self-sufficiency: capable of writing queries, defining cohorts, and designing hold-out groups.

• Designed customer journeys as integrated systems, including sequencing, channel mix, and messaging.

• Experience jointly managing a metric with a peer organization.

• Ability to differentiate team-solvable issues from platform defects and escalate with supporting evidence.

• Experience leading a customer experience or quality assurance function, or a strong rationale for why you can.

• Comfortable being evaluated on metrics that are unowned, unbaselined, or near zero.

• Experience serving a significant volume of SMB and agency customers.

• Ability to excel in a fast-paced, remote-first global environment while managing multiple stakeholders.

• Bachelor’s degree or equivalent experience in a SaaS setting.

• Proficient with Google Suite, Zoom, Slack, marketing automation, and CRM platforms.

• Familiarity with HighLevel is a plus.

🏝️ Benefits

• No specific benefits or compensation details mentioned in the posting.

• Remote-first work environment.